On receiving a complaint or appeal, the body first confirms whether it relates to its conformity assessment work and only then accepts it for review. Complaints and appeals are logged by the person responsible for the management system.
The body confirms receipt of the complaint or appeal and sends the complainant an official notice that it has been accepted for review.
The body is responsible for gathering and verifying all the information needed to decide on a complaint or appeal, as far as this is possible. Staff appointed by the head of the body do this within five working days of receiving the complaint.
Decisions on complaints and appeals are taken, reviewed and approved within 15 days by people who were not involved in the certification work concerned. The members of the complaints and appeals committee are appointed by order of the company director.
Wherever possible the body formally notifies the applicant of the outcome and closure of the complaint. Once the review is complete, the committee's decision, approved by its members, is sent to the applicant organisation with delivery confirmation.
Complaints about breaches of impartiality or independence by auditors or other staff are reviewed by the impartiality committee. Such complaints have a different deadline: 30 calendar days to review the complaint and take a decision.
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